If your uploaded or replacement video is stuck on the "Converting Video" screen for a long time, follow these steps to troubleshoot and resolve the issue.
Step 1: Wait for the Conversion to Finish
Video conversion can take a while, especially for long videos (for example, 5 hours or more).
For very large files (over several gigabytes), it may take several hours.
If your video is still converting after 4-6 hours, continue to the next steps.
Step 2: Check for Common Issues
File Size
If your video file is very large (over 9GB), it may not convert properly.
Large files can cause the system to get stuck or take much longer than usual.
Video Format
Make sure your video is in a standard format like
.mp4.Unusual frame rates (like 29.970 fps instead of 30 fps) are usually fine, but if you suspect an issue, try re-encoding your video to a standard frame rate.
Multiple Uploads
If you uploaded several videos in a row, the system may process them one at a time.
Sometimes, uploading a new video before the previous one finishes can cause delays.
Step 3: Refresh or Revisit the Status Page
Sometimes the "Converting Video" message is stuck, but your video is actually ready.
Refresh the page or log out and log back in to check if the video is available.
Step 4: Contact Support
If your video is still stuck after following the steps above:
Contact EventLive support in our chat or [email protected] with the following information:
The name of your event
The name of your video file
A link to your event page (if possible)
Let support know how long the video has been stuck on "Converting Video."
Attach a screenshot if you can.
The support team will check your upload and help resolve the issue. Sometimes, the team can re-initiate the conversion or fix the problem on their end.
Important Notes
Corrupted files or interrupted uploads can cause conversion to fail. If you suspect this, try re-uploading your video.
If your video is over the maximum allowed size, it may not convert. Try compressing your video and uploading a smaller version.
You do not need to stay online while support investigates. The team can email you once your video is ready.